Sistema de información estratégico para control y seguimiento de contratos de servicios de impresión del Programa “Channel Managed Printing Services” de HP Inc

Abstract

El presente documento se resume en la investigación académica de un caso empresarial con aplicación real de los resultados expuestos y propuestos en beneficio de la empresa HP Inc, su unidad de negocios de impresión y su programa de especialización en ventas. La identificación del problema respecto a la falta hoy en día de un sistema de información para entender el comportamiento y control de los contratos administrados por los socios especialistas de negocios en el marco del programa “Channel Managed Printing Services” de la unidad de impresión de HP Inc, conduce al tratamiento de la problemática a través de: su identificación, el planteamiento de los objetivos para el desarrollo de la investigación, la contextualización del proceso comercial del programa y un riguroso diagnóstico de las fuentes de información actuales (subsistemas). Resultado preliminar de este análisis es la detección de limitaciones existentes en la conformación de los datos y los reportes, lo cual evidentemente propicia el no uso y apropiación de la información para el control y la gestión comercial, así como también, la toma de decisiones respecto al estado de los contratos de servicios de impresión operados por los socios especialistas.

The present document is summarized by the academic research of a business case with real application of the results that are exposed and proposed as a benefit for HP Inc, its Printing Business Unit and its Sales Specialization Program. The identification of the problem regarding the current lack of an information system, to understand the behavior and control of the contracts administered by the specialist business partners within the framework of the "Channel Managed Printing Services" program of the printing unit of HP Inc, leads to address the problem through: its identification, the approach of the objectives for the development of the research, the contextualization of the commercial process of the program and a rigorous diagnosis of the current sources of information (subsystems). The preliminary result of this analysis is the detection of existing limitations in the conformation of data and reports, which evidently promotes the non-use and the lack of appropriation of information for control and commercial management, as well as decision-making regarding the status of printing service contracts operated by the specialist partners. It is presented in the central part of this academic study (chapter 7), the development and proposal of the information system for strategic decision-making, as the result of the methodological exercise of the collection of data and reports, the treatment of information for the parameterization of the unification criteria, the structuring of a single system and the conformation of the proposal of a new system which is disclosed in the framework of a design proposal for the visualization of the management indicators involved in strategic decision-making at the managerial and operational levels of the business specialization. In the final part of the document, the conclusions are presented as a synthesis of the study in response to the research question asked and the objectives that guided the research. Likewise, we deliver recommendations derived from this study to the company HP Inc., so that they are considered for disclosure and implementation.